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Can you please give me some advice on how to handle this scenario which I encountered yesterday. My journey was Canary Wharf EL to Hertford North. I touched in as normal at Canary Wharf, changed at Moorgate and reached Hertford N on time. The ticket hall was unstaffed and the barriers left in the open position (it was after midnight – so normal practice). However all 3 of the barriers had red lights on them so it was impossible to touch out. The only place to touch was the entry side of one of the barriers. What is the best thing to do in this circumstance ?
I touched the entry pad but I got two incomplete journeys as a result, which meant I had to call the helpline to get a refund.
Would it have been better to not have touched out at all? Would it have been a good idea to touch the platform validator at Moorgate?
Hi Adam,
In that situation it’s probably better to not touch out. You’ll still have one incomplete journey which can be adjusted by the helpdesk. If you touched out at Moorgate you might get into difficulties if a revenue inspector checks you on the train to Hertford. They don’t always see the continuation exit marker.
Please complain to Great Northern about the gates. It’s not acceptable to prevent people from paying the correct fare.
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